Email Fallback Option for Virtual Contact Center Chat Request

Objective

To offer an email as a fallback option if a chat request has been waiting too long in the queue.

Applies To

• Virtual Contact Center
• Chat Queues

Procedure

1. Log in to VCC Configuration Manager. 
2. Click Queues/Skills.
3. Find the chat queue you wish to modify and click Edit (pencil icon.) 
4. Go to the Email tab.
   
5. Toggle Enable Email. 
6. Fill in the following fields:
   • Offer Email after
   • Email Prompt Msg
   • Email Sent Msg
   • Send Email to Channel 
   • Forced email header message. 
7. Click Save

Additional Information 

More information on the email fields can in Configure Chat Queue Email Fallback.